You are a PM at Lyft. Design a product to assist with patient transportation.

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You are a PM at Lyft. Design a product to assist with patient transportation.

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Abhijeet Das · Answer 1 · 2025-06-22T12:15:54+0000

Problem statement - App for patient transportation

Questions -

Lyft already has an app for normal public transportation, the transportation feature for patients, will be part of the same app, correct? Yes
What kind of patients are we talking about -
- Completely disabled?
- Partially disabled?
- Minor injuries? You can choose
What kind of disability?
- Blind?
- Non blind? You can choose [For this discussion, we will stick to non blind patients, who can access the product independently
Will it be for a specific geography? You can decide
Will it be an app or web? You can decide [Since it needs to be easy to carry on the go and use anywhere, an app based product would make more sense here]

Summarising the question, we need to design a mobile app within Lyft suite to assist transportation of patients. Since the app currently operates in US only, we will start with one of the cities as the MVP (say Newyork) and then scale up gradually.

Objectives -

Transport patients comfortably
Easy to use interface for patients who need support
Improve customer experience and thereby increase user base
Earn additional revenue through this service

User personas -

Patient
Emergency contact
Hospital
Insurer

For this discussion, I will limit to Patients, because they are directly impacted and in most need of this product

User pain points -

They might want to know the nearest hospital
They might want to book urgent appointments in the nearest hospital
They need to claim insurance
They might want to get a ride on priority to reach the hospital
They can't move on their own
They need assistance to board a cab or get down from the cab
They need assistance to go to their exact location post getting off the cab
They might need assistance to even use a ride booking app
They might need additional equipments alongside with them while travelling

Solutioning -

Notify relevant people [High impact, Low effort]
- Create a list of emegency people to notify
- Send alerts to the people with current location of the patient
- Get in touch with the people through chat/ call
Notify disaster management services
- Send alert to the nearest station with live location of the patient
- Get in touch with the people through chat/ call
Ride booking app [High impact, Medium effort]
- Voice enabled ride booking app along with traditional booking capability
- Ability to mention the type of disability and specific help required
- Ability to mention the equipments that need to be carried along with the patient
- Priority booking confirmation
- Ability to track the eta and live location of the ride
Voice enabled AI chat [Medium impact, Medium effort]
- To look for nearby hospitals/ doctors
- To connect with the hospital to book an appointment
Tie up with insurance providers to take care of hospital bills [Medium impact, High effort]
- Add isnrance provider details
- Add policy details
- Raise claim through the app into insurer website

Core Features for MVP - Ride app, Emergency circle and voice enabled AI chat

Metrics to track -

Time taken to book a ride
Time taken for ride to arrive the pick up point
% ride cancellations
% on time cride completions
Patient NPS
% users creating emergency circle
% users sending alerts
First response TAT post sending alerts

GTM -

Post beta testing, launch in Newyork in few high population density areas
Gather feedback, monitor metrics and then scale up to entire Newyork and then to entire US gradually

So to summarise, I will build a customised ride booking app for patients with emergency circle notifications and voice enabled AI chat to assist them with their urgent queries

Sahishnu Sinha · Answer 2 · 2025-03-09T17:08:05+0000

Clarifying Questions

Geography: Is this for the U.S. only, or are we considering a global market? – Start with U.S. market
Vision: Is Lyft aiming to create a specialized healthcare transport service or integrate into the existing platform? – Your choice
Channels: Should this be a separate app, a new feature in Lyft, or integrated with healthcare provider systems? – Your choice

Problem Definition

Patients, especially elderly or disabled individuals, often face challenges in reaching healthcare facilities due to unreliable transportation. Current medical transport options are expensive, slow, or unavailable in many areas. Lyft can provide a reliable, affordable, and seamless service that can be integrated with healthcare providers and insurance companies.

User Personas

Elderly Patients
Caregivers
Hospital Administrators

Customer Needs

Patients: reliable, affordable, and easy-to-use transportation for medical visits
Healthcare Providers: reduce appointment no-shows and streamline patient transport
Insurance Providers: integrate ride reimbursement into healthcare plans

Solutions (Product Features)

Lyft Medical Rides (Non-Emergency): A dedicated ride category for medical transport with wheelchair-accessible vehicles
Scheduled Rides: Patients or hospitals can pre-book rides in advance
Third-Party Booking: Hospitals and caregivers can request rides on behalf of patients
Insurance Integration: Allow Medicaid/Medicare/private insurance to cover transport costs
Driver Training & Vehicle Compliance: Ensure certified drivers for medical transport
Emergency Button & Caregiver Notifications: Send real-time updates and alerts to family members or caregivers
Emergency Response

Prioritize Solutions (Value vs. Effort)

High Priority (Low Effort, High Value): Scheduled rides, Third-party booking, Insurance integration, Caregiver notifications
Medium Priority (Higher Effort, High Value): Dedicated non-emergency ride category, Driver training & compliance
Low Priority (High Effort, Low Value initially): Full emergency response integration

Success Metrics

Adoption Rate: % of patients using Lyft Medical Rides
Reduction in No-Shows: % decrease in missed appointments for partnered hospitals
Customer Satisfaction: Average ride rating from patients and caregivers
Insurance Coverage Utilization: % of rides covered by insurance
Driver Retention: % of trained drivers continuing to offer medical rides

Summarize

Lyft can launch a patient transport service that offers scheduled rides, third-party booking, insurance integration, and trained drivers to assist patients in getting to medical appointments. This solution will reduce no-shows, improve patient experience, and integrate Lyft with healthcare providers and insurers. The service will be measured by adoption rates, reduced appointment cancellations, and high customer satisfaction.